ABOUT THE JOB:
As the second tier of the technical support team, work to troubleshoot, triage, and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals. Enter and manage workload in our trouble ticket system; reviewing and responding to escalated end user requests. Use remote management tools to diagnose problems.
ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES:
Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues to for either resolution or escalation in a timely fashion
Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information
Prioritize issues and task-switch as new requests come in
Create, remove, and manage permissions of User Accounts within Active Directory and other systems
Utilize remote monitoring and management tools to address health status issues, errors, and security failures on computers
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards
Review alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalate as needed
Accurately document resolutions and contribute to knowledge base
Perform effective root cause analyses and assist the team in creating strategies to prevent repeat issues
Be available to Technical Support Specialist I staff as first point of escalation; answering general questions and providing suggestions to assist in resolving active tickets or assuming ownership over those tickets, depending on skill and ability level
Assist the infrastructure team in tests and projects where applicable
SECONDARY RESPONSIBILITIES:
Other duties as assigned
SUPERVISORY RESPONSIBILITIES:
There are no supervisory responsibilities associated with this position
KNOWLEDGE, SKILLS, ABILITIES:
Advanced understanding of Windows desktop operating systems in a Windows domain environment
Intermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity
Basic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment
Demonstrable troubleshooting and problem-solving skills
Exceptional verbal & written communication skills
Ability to communicate effectively with both technical and non-technical personnel
Experience working with a ticketing system, such as Jira, Zendesk or Freshdesk
EDUCATION/EXPERIENCE:
Minimum High School diploma
Additional technical education or certification desired
2 to 5 years in helpdesk or desktop support position preferred
PHYSICAL DEMANDS/WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regular, reliable and predictable attendance is necessary in order to perform the essential functions of this position.
Physical Activity
Over 2/3 of the time
Standing/Sit: Remaining upright in a stationary position, particularly for sustained periods.
Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling to complete computer work.
Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
Communicating: Expressing or exchanging ideas and information accurately, in written or diagram form.
Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine…